BPO Operations Team Lead

Role Details

Type of Support: Omnichannel

Contract Duration: Permanent

Training Schedule: To be Determined

Work Schedule: To be Determined

Work type and Location: Hybrid, Cubao or Taguig

Expected start date: ASAP

About Us

Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleeps.

More than that, Crescendo is about people. We don't just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact.

Join us at Crescendo, and let's build the future of customer experience together.

The Role

We're looking for a Team Lead to oversee day-to-day operations for a customer support program. This role plays a key part in ensuring team performance, quality of service, and a strong customer experience by providing guidance, coaching, and operational leadership.

What You'll Do:

• Supervise and lead a team of Customer Support Specialists, driving consistent achievement of performance and quality metrics.
• Conduct regular coaching sessions, 1:1s, and team huddles to reinforce goals and provide feedback.
• Monitor daily operations, ensuring adherence to schedules, productivity, and service level targets.
• Collaborate with cross-functional partners such as Workforce, Quality, and Training to address performance trends and operational needs.
• Handle escalations with empathy and efficiency, ensuring resolution and customer satisfaction.
• Track and analyze key performance indicators (AHT, CSAT, attendance, productivity) and implement corrective actions as needed.
• Support new hire onboarding and ongoing skills development within the team.
• Ensure compliance with company policies, client expectations, and data privacy standards.

What We Expect From You:

• 2–4 years of BPO experience, with at least 2 year in a leadership, supervisory, or SME capacity.
• Experience supporting healthcare, medical device, or technical accounts is a strong advantage.
• Excellent communication, analytical, and coaching skills.
• Strong understanding of quality assurance, performance management, and escalation handling.
• Proficiency in reporting and CRM tools.
• Ability to thrive in a fast-paced, detail-oriented, and compliance-driven environment.
• Willingness to work onsite in Taguig and collaborate with cross-functional teams.

What You Will Get In Return:

• Competitive compensation and benefits
• Flexible work arrangements
• Opportunities for professional growth and career development
• Inclusive, supportive culture built on empathy and respect
• A chance to collaborate with global partners and diverse teams

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. They're the standards we hold for ourselves, our partners, and each other.

• Care for others: Empathy is a key driver. When people thrive, so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward.
• Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what's next.
• Take ownership: Bold choices with integrity at the core—that's how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact

PRIVACY NOTICE

Crescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.

To understand more about Crescendo's privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.

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